Having constant issues with Vodafone Kabel

[Arjon]

Hello everyone, 

I am a Vodafone Kabel user for years now and thankfully the service has been great until a few weeks ago. 

In late October I didn't have an internet connection for 5 days non stop which forced me to buy data from my prepaid SIM provider. Same thing has been happening in the last couple of days where I wake up every morning without an internet connection and it's fixed about 4-5 hours later. This is happening constantly which is bothering me a lot. 

I have had to spend quite a lot on mobile phone internet data because of these issues because I work fully remote only. 

Right now for example I don't have an internet connection and I told by my neighbors that this issue is affecting everybody. 

My question is this: Can I get some sort of compensation regarding the costs I have had to be able to work from home? Will Vodafone really fix this issue so I won't have to spend more money on my SIM provider data? I don't have a Vodafone SIM card so I wouldn't be able to accept any "Free" internet data on my sim card (unless Vodafone can ship a sim card specifically for situations where the kabel internet doesn't work for the future cases). 

It would be nice to also have an english support line by phone. I mean hiring a few english speaking people shouldn't be hard... 

Thank you in advance. This forum is always a good backup to get some support. 

[ERFD]

Hello Arjon,

welcome to the Community 🙂

Unfortunately, we cannot cover the costs for your private mobile connection. We can gladly credit the downtime or we can offer you free data volume on a Vodafone SIM. You can order a free SIM here. The data volume is 50 GB and is valid for 16 days.

Do you want support with your current problem? We will gladly take a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent. Currently it takes a few days until we are back in the post 😞

Best regards Fred

[ERFD]

Hello Arjon,

thank you for your feedback, it's nice that the problem was solved the next day. For private customer contracts, an SLA of 24 hours is set. However, this is not to be equated with a period for extraordinary termination. In this case, we have the right to rectify the problem within a reasonable period of about 14 days.

Which costs exactly did you incur when ordering the free card?

Best regards Fred

[Arjon]

> For private customer contracts, an SLA of 24 hours is set. However, this is not to be equated with a period for extraordinary termination. In this case, we have the right to rectify the problem within a reasonable period of about 14 days.

Can you clarify what does this mean practically? I was out of internet for 3-5 days in a row. then every other day there was no internet in the morning for 4-6 hours and this continued for a few times. What can I get from Vodafone for this inconvenience which cased some monetary costs for me? 

>Which costs exactly did you incur when ordering the free card?

I didn't say I had any costs when ordering the Vodafone free card. I said I had to pay my current sim provider for data to be able to work. 

[Claudia]

Hello Arjon,

we can only give a refund for our faulty services. A premise for that is that you inform us about the outage. The only ticket I see at your history is from November, but there is none from October.

Kind regards,

Claudia

[Arjon]

The issue affected the whole building and my landlord (Akelius) informed us in the morning that Vodafone was alerted and there is no need to report the issue again to them. The issue started on October 29, 2021 and we were all alerted by our landlord the same day. So yes, Vodafone was notified for the outage by my landlord and they clearly made it obvious that this issue affected 2 buildings. Check your logs to confirm this. I checked your website for known issues at the same time and it confirmed the issue.

What other details do you need to issue a refund?

[Wallace]

Hi Arjon,

at your connection the levels on the downstreams drop very strongly at times and I have to have a technician look at this on site. The cause seems to lie in our area of responsibility. In this case, the service is free of charge for you. Only if the technician does not find anyone at the agreed time and does not get access, we charge 99,50 €.

Do you agree with the technician's intervention and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Wallace